Effective talk time report shows you how much working time agents spent talking, both with numbers and %. Use it to see the actual time your agents devoted to talking with customers on a particular day or the selected date range.
Here’s how you should understand terms used in the report:
- Hours - the total amount of time the agent spent into the Call Panel (between login and logout) calculated for a specific period of time. These hours may also include pause time;
- Talk Time - the total amount of time the agent spent on solely on talking with leads and clients;
- ETT - talk time percentage to the working hours for a specific period of time.
Similarly to the other reports, the final appearance, name and number of columns in the report will depend on the selected date range.